Virtual Agent to Agent Chat Interaction Record Short Description

[Eric_Gauthier]

Hello,

I am working on Implementing ServiceNow's Agent Chat via Service Operations Workspace (SOW). What we are trying to do is when the users are in the Virtual Agent, and then are navigating the menus, and then they are transferred to a Live Agent, we would like information from the menus that they were on last, to populate into the Interaction Record's Short Description. Is there a way to do that?

For example, right now, we are working on a Password reset Topic. We have applications in the CMDB that they can choose from and either the password is a self-service password reset, and we give them a message indicating that, and if they still need help, they have the options of going to a live agent, or an agent assisted password reset, where once they select the application, it will try to transfer to a live agent if one is available. So we would like the short description of the Interaction to say "Password Reset for {Application}". The {Application} being the application that they selected from the menu. As we would also want this info from the Interaction to copy over to "Create Incident" if the user needs to do so.

If anyone knows how to do this and can assist, I would greatly appreciate it.

Thanks,

-Eric

[msrakesh12]

Hello, I have similar requirement I also need to update an interaction's form field like Short description in your case. Did you able to find it?